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New Member
Posts: 2
Registered: ‎01-10-2019
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Issue with Geek Squad

I haven't been able to get help at Best Buy. I went into the store and called the CS line and the rep actually hung up on me after being transferred twice (and no, I wasn't being rude). I just think that's what they do when they don't know what to do. All I want is some help.

 

Here is my issue- advice, please.

I dropped my iPhone X and my Zagg screen protector shattered near the bottom and I could see a hairline crack running across the screen. I went to Best Buy,  purchased another Zagg screen protector. I had the Geek Squad replace the Zagg, telling them "when you take off the busted screen protector, IF the phone screen is cracked do not replace the protector, because I will have to have the screen replaced". I didn't take off the Zagg myself because I wasn't sure about the phone screen damage. 

 

I'm right there the whole time theyhave my phone, if they need to tell me anything! Next thing, they give me back my phone with the new Zagg on there. I didn't check, the phone until I got out of the store and in my car. Yep, sure enough the screen is cracked. I go back and speak with CS, the lady tells me "Zagg has a lifetime warrant, no big deal, they will replace it free of charge". Here is my issue, I've had Apple replace my screen. Zagg is going to charge me $5+ shipping, then I have to have the screen proctector put on. Now is Zagg going to warranty the replaced screen protector? Is that the way it works, they just go on and on, and keep replacing screen protectors.  BTW the original screen that was busted, I did not register that one, so I had to purchase the one Best Buy replaced $43.61. 

 

All I wanted was Best Buy to replace the screen protector that should have never been put on, when they saw the screen was cracked. And if they couldn't see the screen was cracked, well that's another issue all in its self.

 

What to do

 

Posts: 2,152
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Kudos: 365
Blog Posts: 16
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Registered: ‎08-08-2017

Re: Issue with Geek Squad

Good morning, GaylaW,

 

Welcome to our community.  I tend to drop my phone quite a bit (not nearly as much as I used to, though), so I’ve come to realize that screen protectors are well worth the investment.  I can understand wanting to repair your phone screen before having a new screen protector applied, though; a cracked screen is much more likely to sustain more damage than a brand new one.

 

I apologize if we did not properly accommodate your request during your recent visit.  Do you still have the screen protector on your phone?  What specifically do you need from me at this point in time?

 

Thanks,

Sam|Retired Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎01-10-2019

Re: Issue with Geek Squad

I'm not sure I explained that correctly. I DID NOT want the new screen protector put on my phone IF the phone screen was cracked. I could not tell if the phone was damaged or not because the screen protector was shattered, it was bad enough I didn't want to remove the protector and carry the phone around if the phone screen was badly damaged. 

 

I explained that to the girl at the counter, my works exactly- "if the phone screen is cracked, DO NOT put the Zagg on the phone, the phone screen will need to be replaced first". The phone screen had a hairline crack, therefor the screen should not have been put on.It's really just common sense or should have been.

The New protector had to be removed, to replace the screen.

 

Now I have a new screen protector that has been removed and is useless. I would like for Best Buy to supply and replace another Zagg protector on my phone at no charge.

 

I hope this makes sense.

Posts: 2,152
Topics: 42
Kudos: 365
Blog Posts: 16
Solutions: 132
Registered: ‎08-08-2017

Re: Issue with Geek Squad

Hi GaylaW,

 

Thank you for the clarification.  I apologize again if we didn’t properly accommodate your request in the store and can see how this would create an inconvenience for you.  I’d like to review your purchase in more detail to get a better idea of what may have happened here.  In order for me to do so, I’ll need a few pieces of information from you.  When you can, please send me a private message that includes the following:

 

  • Your full name
  • Email address
  • Phone number
  • Customer Service Pin from the bottom of your receipt

 

To send me a private message, just click on the blue button in my signature below labeled “Private Message”.

 

I look forward to hearing from you.

Sam|Retired Social Media Specialist | Best Buy® Corporate
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